After my mother being taken seriously ill in Ireland, I had to fly home at the last minute and had no choice but to put my dog into kennels. After arriving home was informed that my Mother was not going to make it and as a result I had to extend my time in Ireland and the kennel time. I rang the Kennel Club and explained my situation and asked about my cover. I was informed that if it was my immediate family that was okay. I extended my dogs stay and stayed with my Mum until she passed away and I had arranged the funeral. Upon my return I submitted my claim and tried to put in as much detail as possible. I submitted the form online and received an email saying it was received and I would be contacted in 7 days roughly. Three weeks later I had to ring to find out what was happening. I was then told that my claim was denied as the definition of immediate family (was a mother who you lived with). Why wasn't I informed of this at the time of my call, why did I have to chase up my claim. My mother is my mother, how is she not my immediate family! After a horrendous and very costly time in life, I at least thought after speaking on my phone my claim or even part of would be looked after. Please note I have two dogs and my eldest dog is insured by Pet Plan who honoured what they said. I am now moving both dogs to Pet Plan. Very disappointing result.